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Business Profile

Auto Rentals and Leasing

Mex Rent a Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/25/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Mex rent car refuse to return security deposit.I have called them.I have sent three emails.They do not respond They do not even have phone number for customer support. I consider their activity as fraudulent.Rental card agreement *****

  • Initial Complaint

    Date:09/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Upon picking up the car, they said they do not accept our insurance and forced us to pay $30/day for their insurance, which I have never heard of from any rental company. Also we rented this car in ***** and drove to the beach; therefore, there is some minor sand in the car and they charged us $75 which other companies do not. They're in a beach state and hence some sands in the car are to be expected. They're scamming people and charging ridiculous stuff. This is a bad practice business and should not be in business.

    Business Response

    Date: 09/19/2024

    Dear 

    We hope you find yourself well!

    We are working on your case,unfortunately, we don't find any reservation with the information you shared with us, please send the details at ***************************************** For a better follow of this.


    Have an excellent day,

    Best regards,


  • Initial Complaint

    Date:02/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked reservation paid up front in full and then when I arrived they tell u that u must have additional insurance even though its not mandatory and i told them I dont want any additional insurance and i have insurance bebnefits from the cc and from my own car insurance and that I really dont want or meed any additional insurance but they still charged me a ridiculous high amount

    Business Response

    Date: 02/17/2024

    Dear 

    We hope you find yourself well!

    We are working on your case,unfortunately, we don't find any reservation with the information you shared with us, please send the details at ***************************************** For a better follow of this.
    Have an excellent day,

    Best regards,


    Customer Answer

    Date: 02/18/2024

    This mex renta car is playing dumb like they don't know me when in fact I was with them on the phone many many many times and  a lot of emails conversations so I'm absolutely still dissatisfied and very very disappointed for the rippoff they did

    Business Response

    Date: 02/19/2024

    Dear

    Thanks for keeping in touch!

     

    To be able to track your case in a personalized way, since without this information it will be impossible for us to respond to your request. 

    We need the reference number for the service, some thimes begins with an AEX or JFM.

    Please provide the information as we do not know which agent and from which location the information was provided to you or if it was with a sales agent, callcenter.

    We are at your disposal.


  • Initial Complaint

    Date:01/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business is deceitful in it's pricing and bait & switch processes. The need to provide a copy of your car insurance policy is absurd. I understand needing proof if insurance, but I should not be asked to provide a copy of my policy only to then be charged $19 per day to use the insurance I already have, pay for, and provides coverage for the rental vehicle. It is a scam and the alternative is to cancel the reservation and lose the money already out down on the rental. I waited 2 hours for pickup a every poor customer ahead of me griped about this same issue in addition to the $2,500 deposit needing to be out down and held for the rental and basically being forced to purchase the Sun Pass through the rental car company or be hit with exorbitant fees. The person in front me in line said that he was going to contest the insurance charge and ******* then cnacelled his reservation for saying such with no warning or refund of his initial payment. I have never been through these requirements for any other car rental company I've used and it almost double the overall cost of the car rental compared to the posted rentalbrates online. I want my $129 refunded as this charge is absurd and outlandish.

    Business Response

    Date: 01/22/2024

    Dear ******


    We hope you find yourself well!

    We are working on your case,unfortunately, we don't find any reservation with the information you shared with us, please send the details at

    ******************************************************************.

    For a better follow of this.


    Have an excellent day,

    Best regards,


  • Initial Complaint

    Date:01/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 19th, 2023 date I reserved a car rental on Priceline for the amount of $204.84. On December 24th, 2023 I picked up the car. Part 1: She said the car I wanted required a $2,500 hold fee and would cost twice as much as I reserved it for. So they did not honor the reservation at all. I said no, I can not give you $2,500 to hold for a rental nor could I afford the car rental. She said she thinks there might be a smaller car there.The worker said I needed to purchase their insurance. I told her I had my own insurance. She asked to see it. Then told me my deductible was not low enough. On their website under *************** ******************* there is nothing mentioned about any deductible amount. I am attaching that here for you to look over. Here is the link as well: **********************************************************************************************. It also never mentioned this when I initially reserved the car. I have those emails printed out and attached for you to look over as well. This made no sense to me. First point: I pay my deductible, not them. So it makes no difference to the care rental agency. Second point: One of the perks of having a major credit card is they will pay the deductible on car rental issues. Part 3: She looks at my insurance first then tells me my deductible is not low enough. When I ask how much it needs to be, she said under $500 which is an unusually low amount. Another customer who was very upset outside told me that the same lady told him his deductible needed to be under $300. So from one person to the next, they are telling different amounts because this is a scam. She charged me an Insurance Waiver of $174.95I declined and said I didnt want to rent a car that costs ***** with an Insurance waiver fee of almost the same price as the car.She tells me if I dont rent the car, she will charge my credit card the full amount of renting the car.I want my $174.95 returned to me. This was a scam.

    Business Response

    Date: 01/16/2024

    Dear Customer,

     Thank you for the information provided

    Please help us with your reservation number

    The number you share is for the rental agreement, for us to be able to identify your case, we need the reservation number from the website you made the reservation- (some thimes begins with an AEX or JFM.)

    Please send the details at ******************************************************************  for a better follow of this.

    We are waiting for your response.

    Have an excellent day,

  • Initial Complaint

    Date:12/31/2023

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I rented a car through expedia.com. I picked up the car on 12.27.23 upon checking in I was told by the customer service agent that it was mandatory that I purchase 3rd party insurance as it's required by Mexican state law. I declined because my credit card covers third-party as well as my own personal insurance. I then was told that I would not get the car if the insurance that they were selling wasn't added on. Upon reading the terms on your website it doesn't state any of that. Also upon reading reviews and complaints this is a common tactic that is used by this company. I have also email the customer service and till this day I haven't received a response.Contract #GDL ******

    Business Response

    Date: 01/03/2024

    Dear *****,


    We sorry for the inconvenience,


    Please follow the case with the ticket number that we have with you, we will be in touch with you.


    Have a nice day.

    Customer Answer

    Date: 01/03/2024

    There is no resolution 

  • Initial Complaint

    Date:10/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have rented several cars in the past from other companies and have always declined additional insurance. I show proof of my insurance and go on my way! This company looked at every deductible and every amount broken down and stated my liability insurance listed on my brand new **** vehicle I just purchased wasnt high enough. She said it needed to be ******* liability and I only have *******. She tried to show me in their policy but nowhere did it state that amount. I felt very confused and misled. Nowhere on that policy did I read the my insurance from State Farm would not be enough. My insurer is even listed on their policy as one they accept. I had to pay an additional ****** just to waive this coverage that I dont even need. There were about 10 people behind me that were very upset as well because no one had ever heard about this before. This was our first time renting from there and will be our last.

    Business Response

    Date: 11/02/2023

    Dear  *******, 


    The evidence you show us is the signed rental agreement, with this we don't have all the information, please send us an email at **************************************** with more details in order to check this, please.


    We are pending this.

     

  • Initial Complaint

    Date:10/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I rented a car for my upcoming ******* ******* trip. I booked it through Tmobile Tuesday. I found a deal for $150 for my 9 day total trip. Sounds unreal. Well because it definitely is. After purchasing, i then get a message stating that it is non refundable immediately upon purchase. I tried to call my card to cancel the payment. They could not do it. It has to be done by Mex. If you do a simple ****** search of this place over 50+ 1 star reviews on this place. Each comment says that they scam scam scam. Charging extra fees. Waiting for over 2 hours only to not get any car. Systems being down. The only way to get a new car is to buy a whole new reservation!! This place is crooked. Very upset tmobile would have this company under their name. Please help me get my $150 refund and put this place out of business asap

    Business Response

    Date: 10/24/2023

    Dear *********,


    We hope you are doing well


    As you mentioned, your service corresponds to a third party or intermediary, so any possible refund needs to be made with the intermediary website, since the payments are with them, please check this with them, if they contact us for any possible refund we can provide the information, in the meantime. Any possible refund is by the same media that you pay or through the website.


    Have an excellent day.

    Customer Answer

    Date: 10/24/2023

    This is unacceptable. 

    The business website is very shady.  It is not easily possible to contact them via phone.  

    Tmobile cannot do anything about it.  This is unacceptable for $150 to be taken from me.  This is a scam. This is fraud and should not be in operation. 

    Tmobile needs to be held accountable for offering this.  Please contact the Mex Car Rental to get my refund please.

    I am unable to get in contact with them myself. 

    Thank you.

    Business Response

    Date: 10/25/2023

    Dear  ******


    We apologize for the inconvenience,


    But the refund needs to be followed by the same media that you made the reservation, probably at your confirmation voucher you will have the details.


    Please check with them in order to get a solution as soon as possible.


    Have a nice day,

  • Initial Complaint

    Date:10/20/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I rented a car at the ***** location on 10/15/23. When I arrived to pick up the car, I was told that there would be a charge of $20 extra per day to use my own car insurance on the rental, which I essentially was forced to do in order to get the car. They charged me $99.95 for this "waiver deductible." I contacted their customer service afterward and was given a vague explanation via email that the charge was in order to have my insurance in the system, which as far as I am aware makes no difference to my insurance company in the fact that my car would be fully covered. I was offered a 30% discount on this fee, after emailing their customer service, but I firmly believe that this charge is nonsensical and would like a full refund.

    Business Response

    Date: 10/21/2023

    Dear ******,


    Thanks for contacting us!


    We don't have clear all the details on this, you probably got a refund already, but in order to follow this with you, please contact us at customer.care@**************************-


    Have an excellent day.

    Customer Answer

    Date: 10/21/2023

    I have not received a refund and have replied the customer care email and have not received a response in the last few days. 

  • Initial Complaint

    Date:10/17/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had prepaid a rental car from Mex rent a car. It was a booking through *********** travel. Travel dates were between 9/30/2023 to 10/4/2023. At the counter, they came up with hidden charges and they asked me to pay $19.99 per day even when I said I will use my own insurance - for 4 days it came out to $79.96. This was unnecessary as other companies dont charge this money and this was not informed while booking the car online. I had to pay that money as the wait was too much and was tired by then.

    Business Response

    Date: 11/08/2023

    Dear ******,


    We hope you find yourself well!


    We are working on your case,unfortunately, we don't find any reservation with the information you shared with us, please send the details at ***************************************** For a better follow of this.
    Have an excellent day,


    Best regards,

    Customer Answer

    Date: 11/08/2023

    The business told that they cant find my reservation. Here is the reservation # H-12240284396 which I got from third party travel site. Let me know if anything is necessary from my end.

    Business Response

    Date: 11/09/2023

    Dear ******,


    Thanks for keeping in touch!


    The number you provide to us, is just a reference for the third party website, we need the reference number for the service, some thimes begins with an AEX or JFM.


    We are at your disposal.


    Best regards,

    Customer Answer

    Date: 11/09/2023

    Did not find anything with AEX or JFM. I found another number from the agreement. Hope this helps.

    Rental Agreement # OSRCMCO - 487593

     

    Business Response

    Date: 11/29/2023

    Dear Customer,

    Please help us with your reservation number, the number you share is for the rental agreement, for us to be able to identify your case, we need the reservation number from the website you made the reservation-

    We are waiting for your response.

     

    Best regards,

    Customer Answer

    Date: 11/29/2023

    Confirmation number : APRL0425DA

    Business Response

    Date: 12/06/2023

    Dear *************************************** team will contact you in order to provide you with a refund related to this case.

     

    We appreciate the information.

     

    Best regards,

    Customer Answer

    Date: 12/08/2023

    Hi- I have received a refund of $36.11 on 11/30/2023. Not sure of the itemized calculation and how this number you came up with.

    But I started this complaint for a refund of $79.96 ($19.99 for 4 days even with using my own **************** which I was charged during my travel.

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